技术改变了人们与所有行业的服务部门互动的方式。 客户不再期望在呼叫队列中等待与某人谈论他们的查询。 在数字时代，消费者和商业客户都期望拥有自由和工具来跟踪他们的订单，解决他们的问题并查看他们自己关心的信息。
IFS’s voice self-service provides a simple, cost effective solution to deliver the immediate and responsive service that today’s customer requires. Available as a cloud-based subscription service, it can be rapidly deployed to overlay any existing call center, service desk and customer relationship management (CRM) technology.
This cloud-based service uses a combination of digital self-service options to provide instant answers to customers’ questions, and processes requests automatically. These include dynamic FAQs and knowledge base, live chat, virtual assistance and chatbot plus Contact Us and Feedback forms.
Getting the best from your contact center staff means giving your agents a simple, intuitive interface, which brings together Customer Service CRM, complex process support, contact center channels and enterprise customer data. In contrast to a traditional CRM approach, the objective is not to replace existing enterprise systems, but to present the agent with this data in a simple and intelligent ‘fit for purpose’ application, which guides them through complex requests.